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Is there anybody out there ?

N/A

Is there anybody out there ?

Do PN post here (anymore) in response to on-going problems, or is it only where customers nash their teeth, winge and whine, while enjoying the latest 'improvements to their experience', until they get fed up enough leave.
3 REPLIES
N/A

Is there anybody out there ?

They're probably all in hiding due to the levels of hostility around here. Or just trying to desperately work through the unsustainable levels of customer queries Wink It's the weekend, you know that there's only about 4 people working at PlusNet and no-one to actually fix anything over the weekend.
Neil_A
Grafter
Posts: 450
Registered: 04-04-2007

Is there anybody out there ?

Hi there,

Our comms team is staffed from 8am to 10pm 7 days a week but that doesn't mean they can answer every thread straight away. Indeed many threads don't need a PlusNet rep as members of the community have already answered the question in many cases.

Having said that we're just completing recruitment for a new team member and should be introducing them to you all in the next few weeks.
N/A

Is there anybody out there ?

Co-inciding with the new product launch should be an interesting initiation for them, some may say a baptism of fire Wink Hopefully we won't all scare the new team member off!
Being a largely consumer-based ISP it does seem that PlusNet is under-resourced for the evenings and weekends when customers are using their connection, experiencing problems and trying to contact support. I know you are all too well aware of the phone waiting and ticket resolution times, but things like major problems seemingly not being investigated promptly at weekends don't tend to instil the customer with confidence (just frustration).
As an example, there's still been no real explanation of why when routing problems popped up a couple of weekends ago it took over 24 hours before any redirection of traffic took place. It seems as if there's a single network guy on call over the weekend, rather than a team in place to investigate and deal with these issues as they arise and effect customers.